{"took":898,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":444,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4281587","_score":20.053492,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Forbearance plan initiated XX/XX/XXXX. Late payment for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, has been paid during forbearance plan. Pennymac is constantly reporting me 60 days late in forbearance, even though all monies are paid, besides whats due during forbearance {$16000.00}. Credit reporting is triggered somehow thru phone calls or payments to Pennymac. If no communication is initiated, then credit reporting ceases. Communication with my mortgage lender, should not trigger negative credit reporting on specific months, when in forbearance. If its consistent, then all months should say 60 days late, but the error comes in when I was actually 90 days late from XXXX. This information is not correct in my credit profile and should be updated immediately. Pennymac is the worse Thanks","date_sent_to_company":"2021-04-08T16:28:10.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"28213","tags":"Servicemember","has_narrative":true,"complaint_id":"4281587","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2021-04-08T16:15:35.000Z","state":"NC","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["<em>Late</em> <em>payment</em> for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, has been paid during forbearance plan. Pennymac is constantly reporting me 60 days <em>late</em> in forbearance, even though all monies are paid, besides <em>whats</em> due during forbearance {$16000.00}. Credit reporting is <em>triggered</em> somehow thru phone <em>calls</em> or <em>payments</em> to Pennymac. If no communication is initiated, then credit reporting ceases."]},"sort":[20.053492,"4281587"]},{"_index":"complaint-public-v1","_id":"4281581","_score":19.935038,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Forbearance plan initiated XX/XX/XXXX. Late payment for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, has been paid during forbearance plan. XXXX is constantly reporting me 60 days late in forbearance, even though all monies are paid, besides whats due during forbearance {$16000.00}. Credit reporting is triggered somehow thru phone calls or payments to XXXX. If no communication is initiated, then credit reporting ceases. Communication with my mortgage lender, should not trigger negative credit reporting on specific months, when in forbearance. If its consistent, then all months should say 60 days late, but the error comes in when I was actually 90 days late from XXXX. This information is not correct in my credit profile and should be updated immediately. XXXX is the worse Thanks","date_sent_to_company":"2021-04-08T16:48:54.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"28213","tags":"Servicemember","has_narrative":true,"complaint_id":"4281581","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2021-04-08T16:48:50.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["<em>Late</em> <em>payment</em> for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, has been paid during forbearance plan. XXXX is constantly reporting me 60 days <em>late</em> in forbearance, even though all monies are paid, besides <em>whats</em> due during forbearance {$16000.00}. Credit reporting is <em>triggered</em> somehow thru phone <em>calls</em> or <em>payments</em> to XXXX. If no communication is initiated, then credit reporting ceases."]},"sort":[19.935038,"4281581"]},{"_index":"complaint-public-v1","_id":"3567252","_score":17.73557,"_source":{"product":"Mortgage","complaint_what_happened":"I have had a loan on a home for nearly 10 years, every single payment has been made on time. The original loan recently passed through several new mortgage processing companies in a very short period of time, which resulted in a near constant need to change the recipient of the mortgage payment. The most recent change occurred on XX/XX/2019, when the mortgage changed from XXXX  XXXX to Carrington Mortgage Services. On XX/XX/2019 - right after the loan moved - Carrington issued an AEADS notice ( which I reviewed in early XXXX ) increasing the required monthly payment amount from {$2000.00} to {$2100.00} effective XX/XX/XXXX - I was currently sending {$2000.00} at the time. NOTE that this change to increase the loan amount was a result of an escrow increase made by the lender not an actual change in additional loan interest due. MEANING the lender caused a payment amount change in a very short period of time triggering the likelihood of a shortfall and a late payment charge if the consumer did not make a rapid adjustment. \n\nIt was not clear to me which payments would need to be changed and when I should adjust my auto payment to accommodate the rapid increase. I received a notice that the payment I had made was short, so I contacted an agent on XX/XX/XXXX ( very, very long wait time ) to inquire as to the status of the account and what I need to do to correct it. As confirmed by Carrington, I was told by the agent that the account was in good standing, and nothing needed to be done. Nonetheless, to make sure there were sufficient funds to handle late payments and amounts due, I sent in an additional sum of {$250.00} which it turns out was incorrectly applied to principal which then triggered another late payment. The result was that, due to late payments building up, sufficient funds were not there triggering another late payment. \n\nThis sequence of events has continued whereby I received a notice telling me the payment amount is insufficient ( in the mail at a date that is too late to correct ), and then I am told to call Carrington to resolve. The calls take hours to attempt to resolve, and nothing gets fixed, just more mail. I am told the reason this has happened is that I have not told them how to apply my payments ( which I can not do through an auto payment at my bank ) so Carrignton keeps applying over payments to principal instead of resolving the gap. By doing this, they are creating loan payment shortfalls that result in late payment fees. I don't believe they have a right to choose how to apply my payments in a way that advantages the late fee process - which is exactly what they are doing as opposed to applying the payments in a consumer advantaged manner. \n\nI am filing a complaint as Carrignton seems to use the loan payment documents and payment change process to generate revenue from late fees. While they might technically ( fine print ) be following a process obscurely contained in the loan documents, they are surely preying on consumers. Someone needs to stand up for the consumer to correct this. I also believe the CFPB should demand Carrington refund all mortgagees who have had a sudden change to loan payments that resulted in timing/amount issues and late fees.","date_sent_to_company":"2020-03-15T13:34:42.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"20817","tags":null,"has_narrative":true,"complaint_id":"3567252","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARRINGTON MORTGAGE SERVICES, LLC","date_received":"2020-03-15T12:46:03.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Nonetheless, to make sure there were sufficient funds to handle <em>late</em> <em>payments</em> and amounts due, I sent in an additional sum of {$250.00} which it turns out was incorrectly applied to principal which then <em>triggered</em> another <em>late</em> <em>payment</em>. The result was that, due to <em>late</em> <em>payments</em> building up, sufficient funds were not there <em>triggering</em> another <em>late</em> <em>payment</em>."],"issue":["Trouble during <em>payment</em> process"]},"sort":[17.73557,"3567252"]},{"_index":"complaint-public-v1","_id":"8151535","_score":17.719374,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"My credit score decreased by 60 points. I called the company to ask what event or events triggered the score to drop by 60 points. I have a very limited credit profile, a mortgage and store credit card. The store credit card has never had a late payment and card has a XXXX balance. The mortgage does not have any late payments. In fact over time, as I made mortgage payments my score has increase slowly by 1 to 2 points per month. Now with no activity on this profile except on time mortgage payments why has the score decreased by 60 points. I called TransUnion and the representative told me they could not tell me why the score decreased by 60 points. A score does not go from XXXX to XXXX in a vacuum. How can a consumer maintain a decent score if a credit bureau is unwilling to disclose why the credit bureau decreased a score?","date_sent_to_company":"2024-01-12T00:36:35.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"80238","tags":null,"has_narrative":true,"complaint_id":"8151535","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2024-01-12T00:19:33.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["I <em>called</em> the company to ask <em>what</em> event or events <em>triggered</em> the score to drop by 60 points. I have a very limited credit profile, a mortgage and store credit card. The store credit card has never had a <em>late</em> <em>payment</em> and card has a XXXX balance. The mortgage does not have any <em>late</em> <em>payments</em>. In fact over time, as I made mortgage <em>payments</em> my score has increase slowly by 1 to 2 points per month."]},"sort":[17.719374,"8151535"]},{"_index":"complaint-public-v1","_id":"2829462","_score":17.319147,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I applied and received a Nordstrom signature credit card with an initial limit of XXXX which was later increased to XXXX my first payment was made XXXX in cash and second payment made online was XXXX from my checking account. the card company put a hold on my card after making a full balance payment in XXXX for XXXX and a purchase for XXXX to XXXX. I called the company after I was declined a purchase at XXXX and I was told that they needed to verify information to remove the hold. I had verified the information and the agent informed me that the problem had been remedied. I continued to ask questions as to why this happened, I was told that it was because of the merchant ... also the location of the merchant that triggered this. I proceeded to ask for more information on what triggers these issues .... after that I was transferred to a supervisor for more information ... .. After asking him several questions was told the same thing ... .. at which time he became frustrated with my continued questions then said that I was being put on hold because of an address issue ... .. during the next few calls to the call center I was even told that the I needed 20 days for my payments to clear??? cash payments??? and also I needed to give them address information .... after further calls to the center I was told yet another reason ... now the company is requesting tax information ... when asking was this a common request or what is the policy regarding asking for this information I was told that I would not be given the companies policy ... .. I believe their is an underlying reason and that these different requests are not inline with general policy or how other customers have been treated. I have been given 3 different reasons and after the 1st call the account was supposed to be cleared instead I have believe that the company is finding reasons any reason to block or hold my card. my account is being treated in accordance to how other accounts are handled with this company ...","date_sent_to_company":"2018-03-01T07:51:37.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"303XX","tags":null,"has_narrative":true,"complaint_id":"2829462","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2018-03-01T02:33:28.000Z","state":"GA","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["I applied and received a Nordstrom signature credit card with an initial limit of XXXX which was <em>later</em> increased to XXXX my first <em>payment</em> was made XXXX in cash and second <em>payment</em> made online was XXXX from my checking account. the card company put a hold on my card after making a full balance <em>payment</em> in XXXX for XXXX and a purchase for XXXX to XXXX. I <em>called</em> the company after I was declined a purchase at XXXX and I was told that they needed to verify information to remove the hold."]},"sort":[17.319147,"2829462"]},{"_index":"complaint-public-v1","_id":"7857854","_score":16.912067,"_source":{"product":"Credit card","complaint_what_happened":"On XXXX I received my monthly statement and noticed they reduced my credit limit from XXXX to XXXX. I am currently in a special free interest until XXXX. My balance is XXXX. I called to ask why and what triggered this because I have never been late with a payment they stated it part of the terms. O have had this card since XXXX  and never had this happen but I was never in a free interest program for a purchase either. I checked my credit and no inquiry was done by the company so it appears they reduced the limit so if I don't pay it by the end of the special program they can then charge me over the limit fee.","date_sent_to_company":"2023-11-16T17:53:23.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"342XX","tags":null,"has_narrative":true,"complaint_id":"7857854","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2023-11-16T17:43:04.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["I <em>called</em> to ask why and <em>what</em> <em>triggered</em> this because I have never been <em>late</em> with a <em>payment</em> they stated it part of the terms. O have had this card since XXXX  and never had this happen but I was never in a free interest program for a purchase either. I checked my credit and no inquiry was done by the company so it appears they reduced the limit so if I don't pay it by the end of the special program they can then charge me over the limit fee."]},"sort":[16.912067,"7857854"]},{"_index":"complaint-public-v1","_id":"3412544","_score":16.398474,"_source":{"product":"Mortgage","complaint_what_happened":"Specialized loan servicing company ( SLS ) continues to overbilled me. I have now contacted them 18 times to try to get an answer. They continuously to me that a supervisor will call me back within 24 to 48 hours. If I am working at the time, I have to start all over because nobody knows whats going on there. They have cashed two checks and mis credited them triggering late fees to my account. The amount seems to change every month constantly causing long phone calls to a staff that is ill trained and never seems to have a supervisor available. This company needs to be investigated. The amount of errors are just unacceptable including posting to the credit bureau that payments are late even after the error on their part was discovered. \nThe most current phone call was made again today, XX/XX/2019. \nPLEASE investigate. They send you in circles to email and fax information and then claim that they never received it. In the mean time, Im spending hours getting false information removed from my credit report.","date_sent_to_company":"2019-10-21T18:25:40.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"28677","tags":null,"has_narrative":true,"complaint_id":"3412544","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2019-10-21T17:54:45.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["They continuously to me that a supervisor will <em>call</em> me back within 24 to 48 hours. If I am working at the time, I have to start all over because nobody knows <em>whats</em> going on there. They have cashed two checks and mis credited them <em>triggering</em> <em>late</em> fees to my account. The amount seems to change every month constantly causing long phone <em>calls</em> to a staff that is ill trained and never seems to have a supervisor available. This company needs to be investigated."],"issue":["Trouble during <em>payment</em> process"]},"sort":[16.398474,"3412544"]},{"_index":"complaint-public-v1","_id":"2153853","_score":15.93352,"_source":{"product":"Student loan","complaint_what_happened":"I had a repayment plan setup with Navient. I was told that in the event I did n't have money in my account for a scheduled payment I would need to call no later than XXXX one business day before the withdrawal. I called before XXXX the day prior to withdrawl, spoke with someone who shifted my payment date later in the month. CONFIRMED that this was shifted. I received confirmation numbers for the new dates. Navient debited my account anyway on the XXXX putting me negative and triggering overdraft fees. When I called to have this fixed on the XXXX of XXXX I was told that no one knew anything and an investigation had to be performed that no refund was possible until after the investigation and that I would hear back soon. I did n't hear back. I called back on the XXXX of XXXX and was disconnected 3 times trying to get information about my complaint. Eventually I was able to speak to someone who had some magical ability previously absent from other representatives to look at my account. He was able to determine what actually happened was that the \" request '' I had called about on the XXXX was n't able to be processed, despite me having confirmation from the rep on the XXXX and confirmation numbers. No one knows anything. I should have been promptly refunded on the XXXX when I called and instead representatives from Navient chose to lie to try and avoid the reality of their actions. \n\nNavient withdrew money from my account without authorization. This has caused me extreme hardship as I am not able to buy groceries to feed my family. What they did was blatantly illegal and they do everything in their power to make it all but impossible to force them to correct their errors.","date_sent_to_company":"2016-10-11T16:52:16.000Z","issue":"Dealing with my lender or servicer","sub_product":"Non-federal student loan","zip_code":"03104","tags":null,"has_narrative":true,"complaint_id":"2153853","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2016-10-11T16:52:16.000Z","state":"NH","company_public_response":null,"sub_issue":"Trouble with how payments are handled"},"highlight":{"complaint_what_happened":["I was told that in the event I did n't have money in my account for a scheduled <em>payment</em> I would need to <em>call</em> no <em>later</em> than XXXX one business day before the withdrawal. I <em>called</em> before XXXX the day prior to withdrawl, spoke with someone who shifted my <em>payment</em> date <em>later</em> in the month. CONFIRMED that this was shifted. I received confirmation numbers for the new dates. Navient debited my account anyway on the XXXX putting me negative and <em>triggering</em> overdraft fees."]},"sort":[15.93352,"2153853"]},{"_index":"complaint-public-v1","_id":"17854260","_score":15.769853,"_source":{"product":"Credit card","complaint_what_happened":"In late XX/XX/year>, I called the issuer of my Wayfair XXXX, which is serviced by Citibank, to report a verified household financial hardship due to the federal government shutdown and loss of income. I was told that all of my accounts would be placed under a shutdown-related payment deferment or hardship accommodation. \n\nOther Citi-branded accounts tied to my household were updated, but the Wayfair XXXX was not. No hardship notation or relief was applied to this account. As a result, the account was allowed to become past due, late fees were added, and I am constantly being pressured to make multiple payments at once, even though I had already notified the company of the shutdown and loss of income hardship. \n\nAs a result of Wayfair XXXX Citibank not reviewing or processing my request, the Wayfair XXXX account became past due, late fees were added, and negative information began reporting to the credit bureaus. When I called in to follow up, I did not receive assistance and was told to make multiple payments immediately, even though the hardship request was already on file and the delay was on Citibanks end. I was repeatedly told the programed ended XX/XX/year> and I needed to make a payment to bring the account current. \n\nI believe this handling is unfair and inconsistent with what I was told, as well as with normal expectations for hardship accommodations. The account should have been treated the same as my other Citi accounts that were updated for the shutdown hardship instead of being allowed to go delinquent, generate late fees, and trigger a credit issue and negative credit reporting.","date_sent_to_company":"2025-12-09T00:35:31.000Z","issue":"Struggling to pay your bill","sub_product":"Store credit card","zip_code":"92407","tags":"Servicemember","has_narrative":true,"complaint_id":"17854260","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-12-09T00:11:24.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company won't work with you while you're going through financial hardship"},"highlight":{"complaint_what_happened":["When I <em>called</em> in to follow up, I did not receive assistance and was told to make multiple <em>payments</em> immediately, even though the hardship request was already on file and the delay was on Citibanks end. I was repeatedly told the programed ended XX/XX/year> and I needed to make a <em>payment</em> to bring the account current. \n\nI believe this handling is unfair and inconsistent with <em>what</em> I was told, as well as with normal expectations for hardship accommodations."]},"sort":[15.769853,"17854260"]},{"_index":"complaint-public-v1","_id":"13961834","_score":15.684822,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XX/XX/XXXX, I applied for loan with XXXX  by FNBO. According to the email I received from XXXX  by FNBO initial funding will be send to contractor when he is ready to start the project and then he will be paid by stages and each stage must be approved by me. The full amount of the funds was disbursed to contractor the day before the project supposed to take place. Agreement with contractor was 50 % initial funding. On XX/XX/XXXX, I filed a complaint and requested cancelation of my loan because I was not provided with the product I supposed to pay for. Send multiple emails to XXXX  by FNBO, multiple calls and still not a clear answer or solution on my case. I notified then that the product wasn't provided to me - sent them inspection report from independent contractor ; information about the lapse of insurances of the contractor and inability for him to provide what I paid for, contract with contractor showing 50 % advance payment and obtaining a permit before the start of the project, forged final invoice for something I didnt get. NOTHING from XXXX  by FNBO but requesting me to pay my loan for something I didn't receive. \n\nMy account was set up on Auto pay at the signing. I called before due date of my 1st payment and they put my account on hold till they investigate. I was told that no late fees will occur nor reporting to the Credit bureaus. Next month I received an email again requesting payment again even though my case was still under investigation. I made a call again and again I was told that my account is on hold and no further action for me are needed till they come up with a solution. They even agreed that I shouldn't be paying for something I didn't receive. In XXXX I received an email from XXXX  by FNBO informing me about an error in their system triggering charge of a late fees but letting me know also that no late fees will be charged. Later, I checked my Credit report and appeared that this error trigger reporting to my XXXX as 30 days late payment and \" XXXX '' points on my Credit Report. I contacted XXXX by FNBO again multiple times about this problem and again NOTHING for months. When I called on XX/XX/XXXX to try to get an update, I saw that my account that was set up on Auto Pay again in Febuary 2025 shows past due amount. I was not given explanation how this happen but that they will investigate and get back to me in 3 days. No phone call nor email from them till I called two weeks later to check on XX/XX/XXXX. After no explanation what and why happened I received an email stating that my account is taken out of XXXX pay and I will have to set it up again. All of that after they received my scheduled XXXX pay on XX/XX/XXXX. On XX/XX/XXXX I received notification of a change in my Credit Score - again I was reported as late pay.\n\nThis company is nothing but scam. No customer service, no supervisors you can talk to. They fund contractors that can't do business. They don't care what the contractors contracts with customers are nor they care if the customers got what they pay for. \n\nI was not able to live in my house for 5 months because I was not provided with the product, I paid for, but I was asked to pay for and later punished that I disputed the loan not once but twice. No one at XXXX by FNBO knows what is going on and why things are happening. Sending emails to them and making phone calls bring you nowhere. NO ONE over there care about you or take you seriously. I made multiple calls to their Office of the President, left 5 voice mails requesting a phone call and NOTHING. In one of my conversations with the contractor he told me that no matter what I do it won't bring me anywhere because his connections with XXXX  are very stable and he has protection over there and that he is paying for that protection. After my experience with XXXX  by FNBO I am fully convinced that there is a schema to scam people. \n\nA simple project ( HVAC ) that should take place in one day turned into a nightmare for me- over 5 months I was not able to live in my house, paying for rent and Credit Score that was ruined not once but twice. All of that without logical explanation.","date_sent_to_company":"2025-06-18T17:29:12.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"34202","tags":null,"has_narrative":true,"complaint_id":"13961834","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"FIRST NATIONAL BANK OF OMAHA","date_received":"2025-06-08T10:46:50.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["In XXXX I received an email from XXXX  by FNBO informing me about an error in their system <em>triggering</em> charge of a <em>late</em> fees but letting me know also that no <em>late</em> fees will be charged. <em>Later</em>, I checked my Credit report and appeared that this error <em>trigger</em> reporting to my XXXX as 30 days <em>late</em> <em>payment</em> and \" XXXX '' points on my Credit Report. I contacted XXXX by FNBO again multiple times about this problem and again NOTHING for months."]},"sort":[15.684822,"13961834"]},{"_index":"complaint-public-v1","_id":"3388829","_score":15.584348,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"XX/XX/19 - XXXX XXXX ( XXXX XXXX ) called my job regarding my outstanding balance. I do not dispute I owe, but due to illness and financial hardship, I do not have the funds. I was advised I had to make 2 payments by XX/XX/XXXX back on XX/XX/XXXX. They have called me 3-5 times per day every day except Sunday. No matter what you try to set up, they call. I have begged them to help by reducing my interest rate, they will not. They did put some of my late payments to the end of the loan. \n\nMy illness is triggered by stress and this has been very stressful. I told them before when they called my job that I can not have personal calls at work. My job does not allow us to accept calls from anyone other than our customers. Today, they called and actually spoke to someone who is on the management staff. This can jeopardize my employment. I need help getting Regional Acceptance to not call my place of employment. I have requested this before, I have requested it in writing. I did not provide any work phone numbers, but they still called my work this morning. \n\nI have a meeting on Tuesday regarding this incident. My job is very strict about their personal call policy.","date_sent_to_company":"2019-09-30T23:27:22.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"30096","tags":"Servicemember","has_narrative":true,"complaint_id":"3388829","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BB&T CORPORATION","date_received":"2019-09-27T22:25:55.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Denied request to lower payments"},"highlight":{"complaint_what_happened":["XX/XX/19 - XXXX XXXX ( XXXX XXXX ) <em>called</em> my job regarding my outstanding balance. I do not dispute I owe, but due to illness and financial hardship, I do not have the funds. I was advised I had to make 2 <em>payments</em> by XX/XX/XXXX back on XX/XX/XXXX. They have <em>called</em> me 3-5 times per day every day except Sunday. No matter <em>what</em> you try to set up, they <em>call</em>. I have begged them to help by reducing my interest rate, they will not. They did put some of my <em>late</em> <em>payments</em> to the end of the loan."]},"sort":[15.584348,"3388829"]},{"_index":"complaint-public-v1","_id":"3727420","_score":15.541115,"_source":{"product":"Mortgage","complaint_what_happened":"Wells Fargo advertised Covid Relief, my mortgage went into a 3 month forbearance to end XX/XX/XXXX. They refused to make arrangements to alter loan until XX/XX/XXXX, leaving payment due XX/XX/XXXX. Until this time no payment toward XXXX mortgage could be made without triggering 3 months payments due in full. ( it took 3 hour+ phone calls and escalation for them to even admit this ) I am now today, XX/XX/XXXX blocked access to my online account in order to make the payment due. I've called the number on the screen, got transferred ( they say mistakenly ) to brokerage services who could not help me and said I had to go back to the online banking number. Guess what, you get to go back to the end of the hold line! Still on hold 32 min. later. This is clearly a concerted effort to force customers to miss deadlines and incur fees and catastrophic financial consequences. I'm able to navigate hours on the phone, but we all know most don't have the wherewithall. I've been able to use my husband 's online access to make my payment. However, there is no option to set up auto-debit payments going forward and no direction or search item available to let you know what to do. I'm calling again now ... .. \nWells Fargo wants you to miss payments, there is no other possible explanation for these shenanigans. If I could choose a servicer I would NEVER choose them.","date_sent_to_company":"2020-07-02T21:17:47.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"68502","tags":"Servicemember","has_narrative":true,"complaint_id":"3727420","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2020-07-02T20:22:20.000Z","state":"NE","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["They refused to make arrangements to alter loan until XX/XX/XXXX, leaving <em>payment</em> due XX/XX/XXXX. Until this time no <em>payment</em> toward XXXX mortgage could be made without <em>triggering</em> 3 months <em>payments</em> due in full. ( it took 3 hour+ phone <em>calls</em> and escalation for them to even admit this ) I am now today, XX/XX/XXXX blocked access to my online account in order to make the <em>payment</em> due."],"issue":["Trouble during <em>payment</em> process"]},"sort":[15.541115,"3727420"]},{"_index":"complaint-public-v1","_id":"10408507","_score":15.541115,"_source":{"product":"Mortgage","complaint_what_happened":"Freedom Mortgage acquired my mortgage in XXXX, XXXX. They increased my monthly payments by a fixed amount that would produce an escrow excess of about {$700.00} a year. A fixed yearly excess would add up year after year. It appeared as though Freedom Mortgage was using the escrow to generate extra income. \nI requested the possibility of maintaining my own personal escrow account. During XXXX, Freedom Mortgage reduced the monthly payment to XXXX, close to the original monthly payment. However, I noticed that they removed the property insurance from escrow. Several weeks later, in correspondence dated XX/XX/XXXX, Freedom Mortgage indicated that they removed the property insurance from the escrow. If I wanted the property tax removed, I need to send funds to cover an escrow shortage. Over the past two months, I have written Freedom Mortgage three times pointing out there was no escrow shortage, once using a payment history screenshot. \nMost recently, Freedom Mortgage has strangely posted on my payment history, payments received on XX/XX/XXXX, payments I never sent that seem to have been credited towards escrow. On XX/XX/XXXX, I received an email from a XXXX # XXXX, Freedom Mortgage Customer Satisfaction Ambassador, asking that I call her regarding an important business matter. I have not called. I am not sure what that business matter would be or what they are up to. The last correspondence I sent Freedom Mortgage on XX/XX/XXXX may  have triggered something.","date_sent_to_company":"2024-10-11T00:08:26.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"503XX","tags":"Older American","has_narrative":true,"complaint_id":"10408507","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2024-10-10T23:24:20.000Z","state":"IA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["Most recently, Freedom Mortgage has strangely posted on my <em>payment</em> history, <em>payments</em> received on XX/XX/XXXX, <em>payments</em> I never sent that seem to have been credited towards escrow. On XX/XX/XXXX, I received an email from a XXXX # XXXX, Freedom Mortgage Customer Satisfaction Ambassador, asking that I <em>call</em> her regarding an important business matter. I have not <em>called</em>. I am not sure <em>what</em> that business matter would be or <em>what</em> they are up to."],"issue":["Trouble during <em>payment</em> process"],"sub_issue":["<em>Payment</em> process"]},"sort":[15.541115,"10408507"]},{"_index":"complaint-public-v1","_id":"3818448","_score":15.470139,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Hello, I am considering taking legal action against Citi due to not allowing me to review fraudulent purchases, routing calls to a center that does nothing to assist, and ruining my credit history. \n\nI forgot my password to their online app in late XXXX. This triggered my account being totally blocked. When I called they informed me that my account was on a top level fraud alert. I had never received a notice about this and they were unable to tell me if it was simply related to my forgotten password or if I had been the victim of fraud. They informed me on XX/XX/XXXX that they were sending a letter to arrive within 3-7 days to confirm my identity. I informed them I was moving in XXXX and also that I did not want to miss my payment due date as I have never made a late payment in my life. \n\nI called back numerous times that week and the next when the letter did not arrive. They assured me to keep waiting. They said I could not pay the balance, tell me what it was, or close the account. I offered to send photos of all government ID, myself holding these documents, and me holding the card. I was desperate to avoid making a late payment. \n\nMeanwhile I received many pieces of promotional material about my card in the mail. I also continue to receive emails. \n\nEvery time I call they say there is some difficulty hearing me and I am doubtful that this number is even a Citibank number despite it appearing on my card. Nobody has any clue what they are doing or can advise me. \n\nI asked a representative two weeks ago to send another verification letter. This one has also not arrived and my payment is now late. I am receiving constant emails asking for payment but since my account is locked and they will not accept a phone payment I can not make one. I  also have no idea if there are fraudulent charges on the account or if someone has changed the address on the account. They can not tell me where they sent these letters. \n\nI did move as planned and my mom is checking the mail every day but I have no faith any of these letters will arrive. My credit score will be ruined through absolutely no fault of my own. I want Citi to tell me how else I can verify my account, accept my payment and waive all late fees. I have spent hours on the phone with these jokers and there is no resolution in sight.","date_sent_to_company":"2020-08-27T13:00:43.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"922XX","tags":null,"has_narrative":true,"complaint_id":"3818448","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-08-27T12:45:24.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["I informed them I was moving in XXXX and also that I did not want to miss my <em>payment</em> due date as I have never made a <em>late</em> <em>payment</em> in my life. \n\nI <em>called</em> back numerous times that week and the next when the letter did not arrive. They assured me to keep waiting. They said I could not pay the balance, tell me <em>what</em> it was, or close the account. I offered to send photos of all government ID, myself holding these documents, and me holding the card. I was desperate to avoid making a <em>late</em> <em>payment</em>."]},"sort":[15.470139,"3818448"]},{"_index":"complaint-public-v1","_id":"7172588","_score":15.404997,"_source":{"product":"Mortgage","complaint_what_happened":"PNC Bank operates in the most unethical and illegal manner to boost their profits and injure their clients. My mortgage payment was adjusted ( up to cover escrow payments ) and they failed to inform me. They have my phone number and email address -- they never left a voice message, no text, and no email. When I sent my monthly mortgage payment, they deducted funds from my escrow to cover the changed amount -- I was not informed they took this money from my escrow that pays property taxes and insurances, not the bank itself. Still unaware of what's going on, I sent my next monthly payment. This time they did not apply my payment, I am unaware for several weeks. It came to my attention when I received an email from a credit reporting agency that the PNC Bank account was late. When I called the bank, they told me they returned my 2nd payment -- however, several weeks had passed and I never receive a check. When I became aware of this problem, I immediately called the bank and resolved the matter on the phone ( paying a trivial $ XXXX ) to bring the account current. Yet, PNC bank charged late fees and withdrew funds from my escrow to enrich themselves and damaged my credit with late payment reporting. All this happens because they ( intentionally ) failed to notify me. This practice is a business process to enrich their bottom line -- they have several methods to communicate with their customers instantly and intentionally disregard them to enrich themselves. This has happened to me before, PNC Bank is ripping-off their customers across the board using non-communication as a business practice to trigger fees.","date_sent_to_company":"2023-06-27T14:49:52.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"346XX","tags":null,"has_narrative":true,"complaint_id":"7172588","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2023-06-27T14:01:51.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This time they did not apply my <em>payment</em>, I am unaware for several weeks. It came to my attention when I received an email from a credit reporting agency that the PNC Bank account was <em>late</em>. When I <em>called</em> the bank, they told me they returned my 2nd <em>payment</em> -- however, several weeks had passed and I never receive a check. When I became aware of this problem, I immediately <em>called</em> the bank and resolved the matter on the phone ( paying a trivial $ XXXX ) to bring the account current."],"issue":["Trouble during <em>payment</em> process"]},"sort":[15.404997,"7172588"]},{"_index":"complaint-public-v1","_id":"2163750","_score":15.401869,"_source":{"product":"Mortgage","complaint_what_happened":"I have XXXX mortgages with Specialized Lender and I never received my XX/XX/XXXX mortgage statement which is what triggers me to pay them. I opened my XX/XX/XXXX statement on XX/XX/XXXX and realized I never psi for XX/XX/XXXX. I immediately paid for both houses and the late fee for XX/XX/XXXX and they received payment XX/XX/XXXX. I thought I was all set until today when I was declined for credit for a new phone. When I called I found out I went from a near perfect credit score to default. I immediately called the mortgage company and they told me I could fax a letter but usually they never reverse the notification they send to the credit reporting bureau. SLS also do n't thing they needed to contact me before they notified the credit reporting bureau. I have never been late before and had a great credit rating and they ruined it and do n't seem to care to help me clear it up. I did send them a faxed email since that is all I could get to deal with my issue and they told me they would let me know what they will do in 30 days. So they ruined my credit and I ca n't do anything tip I hear from them. \n\nXXXX.","date_sent_to_company":"2016-10-18T01:02:14.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"02072","tags":null,"has_narrative":true,"complaint_id":"2163750","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2016-10-18T01:02:14.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I have XXXX mortgages with Specialized Lender and I never received my XX/XX/XXXX mortgage statement which is <em>what</em> <em>triggers</em> me to pay them. I opened my XX/XX/XXXX statement on XX/XX/XXXX and realized I never psi for XX/XX/XXXX. I immediately paid for both houses and the <em>late</em> fee for XX/XX/XXXX and they received <em>payment</em> XX/XX/XXXX. I thought I was all set until today when I was declined for credit for a new phone. When I <em>called</em> I found out I went from a near perfect credit score to default."]},"sort":[15.401869,"2163750"]},{"_index":"complaint-public-v1","_id":"3593955","_score":15.32398,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have had citi diamond preferred card since XXXX and HAVE NEVER MISSED A PAYMENT except for last month when I moved from XXXX  to XXXX and got into this COVID-19 nightmare. I couldn't rent an apartment because all showings have stopped, and my bills were not being forwarded from California to my new temporary address despite my request with USPS. So I missed just one monthly payment of {$160.00} BY ONLY 5 DAYS. Here 's what citibank has done in response \" triggered '' the penalty APR of 29.9 % ( mob loan sharks collect less, as media suggests ), assessed me a late fee of {$29.00}, and already started harassing automated calls to \" collect '' debt ( last call was received on Sunday, XX/XX/XXXX, in the morning ). It is indescribable shame with which this bank that got billions of dollars in free governmental handouts in XXXX is now trying to profiteer in the time of a national calamity. Please help to stop this revolting activity implemented by a detestable clique of unpatriotic corporate vermin who have no principles but are guided instead by greed, hypocrisy, and vileness.","date_sent_to_company":"2020-04-05T23:07:10.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"11414","tags":null,"has_narrative":true,"complaint_id":"3593955","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-04-05T22:21:21.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Unexpected increase in interest rate"},"highlight":{"complaint_what_happened":["Here 's <em>what</em> citibank has done in response \" <em>triggered</em> '' the penalty APR of 29.9 % ( mob loan sharks collect less, as media suggests ), assessed me a <em>late</em> fee of {$29.00}, and already started harassing automated <em>calls</em> to \" collect '' debt ( last <em>call</em> was received on Sunday, XX/XX/XXXX, in the morning ). It is indescribable shame with which this bank that got billions of dollars in free governmental handouts in XXXX is now trying to profiteer in the time of a national calamity."]},"sort":[15.32398,"3593955"]},{"_index":"complaint-public-v1","_id":"2797383","_score":15.31358,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom It May Concern : I have nowhere else to turn. My current mortgage lender ( Mr. Cooper ) has me over a barrel. Ive been trying to refinance for the past 2+ years, but every time I try, Mr. Cooper puts up a road block. \n\nWhat happened most recently, I make weekly payments for my mortgage, but in the month of XX/XX/XXXX I had one weekly payment reversed which resulted in a partial payment for XX/XX/XXXX and thus triggered a 30 day late status. \n\nMr. Cooper did send a letter about the reversed payment, but I was unaware of the letter because I spent 3.5 weeks traveling in XX/XX/XXXX. Also, the letter that I received from Mr. Cooper was dated XX/XX/XXXX ; well past 30 days late and didn't give me an opportunity to rectify the payment issue. I was unaware the check was returned until I received/saw the letter. As soon as I came home, I saw the letter and made the payment right away. The payment was made on XX/XX/XXXX and that was for the balance of the XX/XX/XXXX payment ( the other weekly XX/XX/XXXX payments went through ).\n\nI made a good faith effort in paying on time for XX/XX/XXXX, but due to Mr.Cooper notifying me after the fact, it made me miss the full XX/XX/XXXX payment by a few days. \n\nI can't seem to talk directly to the department within Mr. Cooper that investigates and reports to the credit bureaus in order to explain what happened. I keep getting the run around when I try to call in.","date_sent_to_company":"2018-01-29T10:38:25.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"FHA mortgage","zip_code":"170XX","tags":null,"has_narrative":true,"complaint_id":"2797383","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NATIONSTAR MORTGAGE LLC","date_received":"2018-01-29T10:33:53.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>What</em> happened most recently, I make weekly <em>payments</em> for my mortgage, but in the month of XX/XX/XXXX I had one weekly <em>payment</em> reversed which resulted in a partial <em>payment</em> for XX/XX/XXXX and thus <em>triggered</em> a 30 day <em>late</em> status. \n\nMr. Cooper did send a letter about the reversed <em>payment</em>, but I was unaware of the letter because I spent 3.5 weeks traveling in XX/XX/XXXX. Also, the letter that I received from Mr."]},"sort":[15.31358,"2797383"]},{"_index":"complaint-public-v1","_id":"6862005","_score":15.232645,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XXXX 's switched their credit card service from XXXX to CapitalOne in late XX/XX/2023. XXXX did not process the last auto payment that was due on XX/XX/XXXX. I set up my auto payment with Capital One to pay full statement balance which processed the first payment on XXXX XXXX. Now I see a {$9.00} interest charge which I assume due to balance transferred from XXXX which automatically triggered the interest, but no late fee. I called CapitalOne and their agent readily agreed that it is their mistake, but had to talk with my wife, the primary account holder, to remove the charge. I told them she would not have the time to deal with this and if they made a mistake on our account, then they must be doing the same on lot of other accounts of XXXX 's customers. So why not just simply correct their mistake? Talked with a supervisor as well. But they both refused which means we will end up paying for their mistake. We have been a member at XXXX 's for more than 20 years. Never had to pay interest on purchases charged to their CC. I hope others check their statements to see if an interest charge appears on their accounts. I'm sure there is lot of them out there. This is not what I expected from Capital One!!!","date_sent_to_company":"2023-04-19T21:55:09.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"20151","tags":null,"has_narrative":true,"complaint_id":"6862005","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-04-19T21:19:14.000Z","state":"VA","company_public_response":null,"sub_issue":"Charged too much interest"},"highlight":{"complaint_what_happened":["XXXX 's switched their credit card service from XXXX to CapitalOne in <em>late</em> XX/XX/2023. XXXX did not process the last auto <em>payment</em> that was due on XX/XX/XXXX. I set up my auto <em>payment</em> with Capital One to pay full statement balance which processed the first <em>payment</em> on XXXX XXXX. Now I see a {$9.00} interest charge which I assume due to balance transferred from XXXX which automatically <em>triggered</em> the interest, but no <em>late</em> fee."]},"sort":[15.232645,"6862005"]},{"_index":"complaint-public-v1","_id":"14567832","_score":15.213907,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage is serviced by NewRez. I use my banks bill pay feature to automatically send payments, and they have always arrived on time. In XXXX, NewRez increased my escrow amount but I didnt notice, and dont recall receiving prior notification. Because the amount sent was now slightly short, NewRez treated my timely payment as incomplete and placed it into unapplied status. This triggered a late fee, even though I saw the check clear and believed the bill had been paid. \n\nThe following month, when my bank again sent the mortgage amount ( with the same shortfall ), NewRez applied the previous months unapplied funds, making that payment now \" complete '' ( but late ), while the current month 's was now short. This created a snowball of late fees and unapplied payments. \n\nOn or around XX/XX/XXXX, I called NewRez and explained what happened. I asked for the late fee to be waived, given my XXXX credit score and spotless payment history. The representative agreed to waive one late fee and said the other required supervisor approval. I confirmed with the agent : \" If I pay the new, correct amount on time next month, Im good no more late fees? '' The agent said yes. \n\nI paid the new amount on time the next cycle but when I received my XXXX statement, it showed two months ' payments due and yet another late fee. I called again on XX/XX/XXXX and spoke to a representative named XXXX, who reviewed my account. She said that neither late fee had been waived and that my request to waive the new fee was denied. I then escalated to a supervisor. After considerable effort, she agreed to waive the latest fee but did so condescendingly, calling it a \" courtesy '' and suggesting I set a calendar reminder. I found this incredibly dismissive and inappropriate given the circumstances. \n\nTo make matters worse : NewRez pushed me to enroll in their autopay system, which requires them to have direct access to my bank account, something Im not comfortable with.\n\nTheir online payment history tools are extremely confusing I work in finance and still had trouble understanding how payments were applied.\n\nThis situation was caused by a small escrow adjustment I wasnt clearly informed of, but has led to multiple late fees, unapplied balances, and hours of phone calls all while I was making timely payments in good faith. I believe NewRez has acted unfairly, misrepresented what would happen, and failed to apply even the fee waivers they promised.\n\nI've included a screenshot of my payment history as an illustration of how confusing it is to consumers.","date_sent_to_company":"2025-07-11T00:43:03.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"77382","tags":null,"has_narrative":true,"complaint_id":"14567832","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-07-11T00:03:55.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["The following month, when my bank again sent the mortgage amount ( with the same shortfall ), NewRez applied the previous months unapplied funds, making that <em>payment</em> now \" complete '' ( but <em>late</em> ), while the current month 's was now short. This created a snowball of <em>late</em> fees and unapplied <em>payments</em>. \n\nOn or around XX/XX/XXXX, I <em>called</em> NewRez and explained <em>what</em> happened. I asked for the <em>late</em> fee to be waived, given my XXXX credit score and spotless <em>payment</em> history."],"issue":["Trouble during <em>payment</em> process"]},"sort":[15.213907,"14567832"]},{"_index":"complaint-public-v1","_id":"8102849","_score":15.189914,"_source":{"product":"Student loan","complaint_what_happened":"In XXXX, I submitted an XXXX for the PSLF Program. This XXXX was for payments XXXX and XXXX to then qualify my loans for forgiveness under the PSLF Program. I have a letter dated XX/XX/24 that indicated my XXXX was processed and that I had obtained 120 qualifying payments. However, a week later, my account was placed on a retroactive short-term forbearance that I did not ask for, because they didn't send out a billing statement in a timely manner back when my first payment was due in XXXX. This cascaded into my 120th payment being moved from qualifying to ineligible. So now I only have 119 qualifying payments, a second letter was sent, dated XXXX. I called Mohela on XX/XX/XXXX to ask what was going on. The customer service representative told me that they would be getting someone to fix the account. I called again on XXXX and this representative told me that the only way this was getting fixed was through the IDR waiver and there was no way for them to tell me when that might happen. Because my account had already reached 120 qualifying payments once, I am concerned that the IDR waiver will not be triggered. I am also concerned about this retroactive change to my account. They should not be able to go back and change an eligible payment to ineligible because of their mishandling of accounts. This unrequested blanket fix for their past mistake is causing undue hardship and suffering for borrowers who have fulfilled their requirements of the PSLF program.","date_sent_to_company":"2024-01-04T14:47:58.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"40475","tags":null,"has_narrative":true,"complaint_id":"8102849","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MOHELA","date_received":"2024-01-04T14:28:01.000Z","state":"KY","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["This cascaded into my 120th <em>payment</em> being moved from qualifying to ineligible. So now I only have 119 qualifying <em>payments</em>, a second letter was sent, dated XXXX. I <em>called</em> Mohela on XX/XX/XXXX to ask <em>what</em> was going on. The customer service representative told me that they would be getting someone to fix the account."]},"sort":[15.189914,"8102849"]},{"_index":"complaint-public-v1","_id":"1296662","_score":15.115644,"_source":{"product":"Mortgage","complaint_what_happened":"My wife lost her job last year and my youngest had some health problems so we have contacted Wells Fargo to make arrangement on XXXX half of our XXXX payment. We paid mortgage XXXX a month. We set up a plan for remaining {$800.00} with XXXX and XXXX payment and making XXXX payment on XX/XX/XXXX. XXXX XXXX was a holiday ( did n't realize that when we set up arraignment ) and when the payment did n't come out on the next business day I have called XXXX to find out what happened and made a payment online. Our payments were set up automatically to come out of our account I am not sure why this payment was n't set up this way. My wife got a job and we caught up with everything by XX/XX/XXXX. We thought everything was OK. We have started looking in to moving and I have visited my mortgage XXXX to see what we can get approved for. He told us we were late with mortgage and can not get a loan till at least XX/XX/XXXX and even then we need a good explanation to what happened. \nWells Fargo has reported out payment 30 days late. We contacted them and explained the situation:1. they set up our payment on a holiday 2. our payment did n't come out automatically. Upon speaking with one of the loan officers there they told us that is clearly their fault because the payment arrangement are never set up for holiday and we were suppose to be told there wont be automatic withdrawal on that day. We were advised to file a dispute with WF which we did. We requested the late payment to be removed due to reasons above. We waited 30 days on the response and upon calling them they stated they have never received our dispute. I had a fax confirmation and after confronting them about it they told me I was given a wrong fax number. I re-faxed the dispute and I received answer from WF stating they did n't do anything wrong, they ca n't remove late payment and that they added a compliance condition code on my credit and they will not remove it until I I tell them I agree with their decision. I received another letter today explaining payment arraignment and how we did n't comply ; however they are omitting the fact that our payment was set up on a holiday and no one told us we have to physically make a payment. What they are stating is that we cancelled automatic withdrawals. If we knew that we would make a payment ahead of time. They also never notified us that the agreement was broken what would trigger us to call and find out what happened.","date_sent_to_company":"2015-03-23T21:44:01.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"FHA mortgage","zip_code":"73013","tags":null,"has_narrative":true,"complaint_id":"1296662","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2015-03-23T21:44:00.000Z","state":"OK","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>What</em> they are stating is that we cancelled automatic withdrawals. If we knew that we would make a <em>payment</em> ahead of time. They also never notified us that the agreement was broken <em>what</em> would <em>trigger</em> us to <em>call</em> and find out <em>what</em> happened."]},"sort":[15.115644,"1296662"]},{"_index":"complaint-public-v1","_id":"3355975","_score":15.045136,"_source":{"product":"Checking or savings account","complaint_what_happened":"On Thursday XX/XX/2019 I had received 2 different letters dated on XX/XX/2019 from the HSBC Bank to inform me my checking account will be close on Friday XX/XX/2019. By exercising their right for rules for consumer Deposit Accounts. \nSecond letter was my credit line account has been terminated ... \nI try many times call XXXX numbers to know the reason with details to defend myself of innocence of what triggered the company to close all my accounts. Only answer was I break the rules for consumer Deposit. \nI had 9 years of relationship with the Bank never had problem of late payment of my credits Line and never use the full potential of the credits few months ago they raised my credits line ... I never on 9 years overdraft my checking account, plus I had security checking account if was ... \nOnly Deposit I have on this checking account are my direct deposit from my employers.","date_sent_to_company":"2019-08-28T06:29:20.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"11414","tags":null,"has_narrative":true,"complaint_id":"3355975","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HSBC NORTH AMERICA HOLDINGS INC.","date_received":"2019-08-28T01:52:44.000Z","state":"NY","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I try many times <em>call</em> XXXX numbers to know the reason with details to defend myself of innocence of <em>what</em> <em>triggered</em> the company to close all my accounts. Only answer was I break the rules for consumer Deposit. \nI had 9 years of relationship with the Bank never had problem of <em>late</em> <em>payment</em> of my credits Line and never use the full potential of the credits few months ago they raised my credits line ..."]},"sort":[15.045136,"3355975"]},{"_index":"complaint-public-v1","_id":"2555817","_score":14.893972,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"In XX/XX/XXXX XXXX XXXX sent me alert that Navient placed 3 delinquent reports on my credit report. I have never been late making a payment, and my credit report shows this. As soon as I got the alert I called Navient and set up a payment arrangement on 3 of my student loans. I then filed a complaint with the BBB, which triggered XXXX XXXX from Navient to call. At first he led me to believe he was going to get the 3 negative marks taken off my credit report. I have over {$90000.00} in student loans and am a person with a XXXX who recently lost his job. In XX/XX/XXXX I applied for Forbearance with Navient and was approved. Navient led me to believe ALL of my loans were in forbearance, however XXXX XXXX advised me 3 of my private loans were n't looped into that forbearance. Navient never sent a letter, never placed a phone call, and never sent an e-mail advising me that I was delinquent. I provided them with copies of my cell phone records to prove this. XXXX XXXX in the executive offices of Navient never followed up with me, and I had to call him on XX/XX/XXXX to see what had happened. I was told when setting up the payment plan in XX/XX/XXXX to write a letter to Navient 's credit reporting area of the mistake and that they would fix it. They never responded to my letter. All I am asking is that Navient correct the inaccurate reporting.","date_sent_to_company":"2017-06-21T23:57:39.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"85395","tags":null,"has_narrative":true,"complaint_id":"2555817","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2017-06-21T23:45:01.000Z","state":"AZ","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I have never been <em>late</em> making a <em>payment</em>, and my credit report shows this. As soon as I got the alert I <em>called</em> Navient and set up a <em>payment</em> arrangement on 3 of my student loans. I then filed a complaint with the BBB, which <em>triggered</em> XXXX XXXX from Navient to <em>call</em>. At first he led me to believe he was going to get the 3 negative marks taken off my credit report. I have over {$90000.00} in student loans and am a person with a XXXX who recently lost his job."]},"sort":[14.893972,"2555817"]},{"_index":"complaint-public-v1","_id":"2555816","_score":14.893972,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"In XXXX of XXXX XXXX XXXX sent me alert that XXXX placed 3 delinquent reports on my credit report. I have never been late making a payment, and my credit report shows this. As soon as I got the alert I called XXXX and set up a payment arrangement on 3 of my student loans. I then filed a complaint with the BBB, which triggered XXXX XXXX from XXXX to call. At first he led me to believe he was going to get the 3 negative marks taken off my credit report. I have over {$90000.00} in student loans and am a person with a XXXX who recently XXXX XXXX XXXX. In XXXX of XXXX I applied for Forbearance with XXXX and was approved. XXXX led me to believe ALL of my loans were in forbearance, however XXXX XXXX advised me 3 of my private loans were n't looped into that forbearance. XXXX never sent a letter, never placed a phone call, and never sent an e-mail advising me that I was delinquent. I provided them with copies of my cell phone records to prove this. XXXX XXXX in the executive offices of XXXX never followed up with me, and I had to call him on XXXX XXXX, XXXX to see what had happened. I was told when setting up the payment plan in XXXX of XXXX to write a letter to XXXX 's credit reporting area of the mistake and that they would fix it. They never responded to my letter. All I am asking is that XXXX correct the inaccurate reporting.","date_sent_to_company":"2017-06-21T23:57:44.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"85395","tags":null,"has_narrative":true,"complaint_id":"2555816","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2017-06-21T23:57:42.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I have never been <em>late</em> making a <em>payment</em>, and my credit report shows this. As soon as I got the alert I <em>called</em> XXXX and set up a <em>payment</em> arrangement on 3 of my student loans. I then filed a complaint with the BBB, which <em>triggered</em> XXXX XXXX from XXXX to <em>call</em>. At first he led me to believe he was going to get the 3 negative marks taken off my credit report. 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